Our Customers Are Asking for Training....Now What Do I Do? It was exciting when startups and other businesses started buying your product. After all, you knew your product solved an important problem. Selling to startups and SMBs is great because they are often visionaries and innovators, requiring a reasonable amount of support that you can handle. But now your enterprise software product is gaining traction in larger enterprises which require much more support, especially with on-boarding and training. You might even have a few prospects who will not buy your product unless they get training. The problem is that you do not have training. So, where do you start? In this webinar, you will learn how to get started when you have nothing more than a smart member of your team showing your new customers how to use your product. You will learn the following: How to diagnose your current maturity level How to decide which course to develop first What roles a training team should have What role to hire first How to measure the effectiveness of training And other things to consider when just starting out

1. THE UN-WEBINAR

2. @billcush /in/billcushard
Bill Cushard
Head of Training
ServiceRocket
@SEBMarketing
Sarah E. Brown
(moderator)
Learndot

3. Where in the World?

4. #TrainingIs Customer Success Series
Topic: Date:
Getting Started March 31, 2015
Keeping Content Up With Software Changes April 21, 2015
Data-Driven Approach to Training May 19, 2015
Training in Pre-Sales to Help Sell Product June 16, 2015
Target Right Training to Right Audience July 14, 2015

5. Principles of the Un-Webinar
● A Conversation
● Light (well, almost) on Slide Content
● Q&A Throughout
● Educate and Entertain
● Participants Help Drive the Content

6. Agenda
● Assess Current State
● Determine Need(s)
● Identify Roles
● Define Measurements
● Build Roadmap
● Get Started

7. A Story of How Marakana
Created Courses Quickly
http://bit.ly/Marakana

8. Poll

9. Step 1: Assess Current State

10. Poll - Type Your Response into Questions

11. Step 2: Determine Need
● What training do customers ask for?
● What is the most asked question of Support?
● What business problems that need to be solved?
○ Free trials are not converting
○ Features not used
○ Long on-boarding, etc.

12. Step 3: Roles
● Training Content Development
● Training Delivery
● Training Coordination
● Training Management

13. Step 4: Success Measurements
● Learner Satisfaction
● Knowledge Acquisition
● Behavior Change
● Results / Outcomes
● Return on Investment

14. Step 5: Create Roadmap

15. Step 6: Get Started
Couchbase launched
an LMS in 19 days.
http://bit.ly/CouchBase19Days

16. Remember the Marakana Story
See if it sticks
Build a cool example
Create a game plan
http://bit.ly/Marakana

17. Rocket Recap
● Assess Current State
● Determine Need(s)
● Identify Roles
● Define Measurements
● Build Roadmap
● Get Started

18. About
ServiceRocket
ServiceRocket partners closely with selected fast
growing software companies, becoming product
experts and ultimately delivering the highest quality
support, training and implementation services possible
on a global basis. Our platform, TrainingRocket, is a
highly effective cloud-based, on-demand learning
platform that powers the online universities at many of
today’s hottest startups.
Learndot
Learndot is a new breed of learning management
system (LMS) and rapid eLearning authoring tool
designed for the modern business. Learndot offers a
full suite of beautiful eLearning, quizzing, and
certification tools that enable organizations to run fully
hosted universities, academies, and knowledge
centers for employees, customers, and partner
networks.

19. The Next Un-Webinar...
Tuesday, April 21 10am PT
Moving at the Speed of Software:
How to Train Customers When Your
Software Changes Every Week
Software Development Times:
http://bit.ly/SpeedOfSoftware

20. Thank you
learndot.com
@Learndot
servicerocket.com
@ServiceRocket